Contract Customer Success Manager, APAC

Hello from the Recruiting Team at Customer.io! We’re looking for a part-time Contract Customer Success Manager to join our team at Customer.io. This role will be a “full stack” CSM: you’ll own a dedicated book of business, manage onboarding and ongoing support, and help ensure customers achieve success with Customer.io.

Customer.io has experienced consistent year-over-year growth, and as our customer base expands, we’re scaling our team to meet demand. This contract role is an exciting opportunity to make a direct impact supporting customers during a time of rapid growth, while gaining exposure to a dynamic, customer-focused SaaS environment.

Some of the things you’ll do

• Manage onboarding and implementation for a portfolio of customers, acting as the project manager from kickoff to go-live
• Host transition and planning calls with stakeholders to understand business goals and map data + messaging strategies in Customer.io
• Partner with customers to create and execute effective campaigns, newsletters, and data workflows that align with their objectives
• Serve as your customer’s first point of contact for dedicated support and troubleshooting; collaborate with Technical Support, Product, and Engineering to get questions answered
• Proactively follow up with customers after onboarding, checking in ~1x/month to keep them on track toward renewal
• Advise on best practices for campaign design, segmentation, integrations, and lifecycle messaging
• Support our contracts team by setting up renewals for success with healthy, engaged customers

About You

• You’re curious and enjoy learning about different businesses and industries
• You like digging into technical concepts (APIs, integrations, workflows, templating languages) and can translate them into customer-friendly guidance
• You’re a creative problem solver, able to uncover root causes and recommend solutions that may go beyond the customer’s initial ask
• You stay calm under stress and manage multiple priorities with a clear head
• You enjoy working independently, but aren’t afraid to ask for help or collaborate when needed
• You’re energized by joining a growing, evolving team and shaping how we do Customer Success

What We’re Looking For

• 3+ years of experience as a Customer Success Manager (or similar customer-facing role) with a technical SaaS product
• Strong comfort communicating with technical and non-technical stakeholders — especially developers and marketers
• Background in SaaS, ideally with marketing automation or related platforms (Customer.io , Marketo, Braze, Iterable, ActiveCampaign, Klaviyo, etc.)
• Familiarity with APIs, data integrations, logic flows, and templating languages (e.g., Liquid) — not coding daily, but comfortable asking the right questions and troubleshooting root causes
• Bonus: Fluency in French, Russian, or Spanish

Logistics

• Hours: 20 hours/week, Monday–Friday, working standard business hours in Australia or New Zealand time zones
• Contract: 12 months, with potential extension depending on business needs
• Location: Remote, must be based in Australia or New Zealand to maintain local coverage

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